AXA Insurance UK PLC Reviews 

Absolute con men! Take your money but won’t ever pay out. Claim took over 3 months and the minute you complain due to lack of communication they deny the claim. They also cancelled my insurance giving me 30 days notice but still continue to take direct debit payments. I’m letting them build up and I’m then going to register the theft through small claims court. Stay away from this thieving company. They run a business on pure greed and deception. You never are really insured. Be warned.

I have had an absolutely terrible experience with AXA Landlord Insurance. I paid over 500 pounds in premiums for the year and over winter had a leak in the flat roof that caused a small amount of mould and damage. I reluctantly started a claim knowing that it would be over my 500 pound excess. The online claim reporting seems to go no where (no confirmation and no follow-up) so after waiting a week, ended up calling multiple times where the agents frequently reported their computer system was down.

After eventually getting my claim in (all while the repair was in limbo and my tenants getting increasingly angry) and after several emails over weeks to chase things up they finally gave me an estimate of my damage as 1500 GBP - no assessor to help or recommendations of people to perform the work. However, they are now disputing the "declared rebuild value" of the house, saying their surveyor estimates it to be 800k which is close to twice what was paid for the house (and considerable land) just a couple of years ago. Rather conveniently for them, that rebuild value reduces their payout to a few pounds more than the excess.

I went with AXA because I thought they would be a reputable and trustable company for those rare situations when you need insurance. That couldn't be further from the truth and looking at past Ombudsman cases this seems to be a "trick" they have pulled on many of their customers in the past. I have since cancelled my policy and am pursuing all avenues to bring their practices to light. Do not make the same mistake I did.

I wouldn’t even give it a 1 ! The worst shocking service please do not join them ! I have in recent weeks spoken to a few agents all saying different things and one guy said today your claim will not go through ! He said it’s not even gone to the assess but will not get any money? Called again another agent said disregard what he said! Pure joke! Peru riots out of my control and I have been told I won’t get any money! Conflicting and poor service

I have broken down Sunday evening at 20.00 pm,I have AXA Insurance with breakdown cover.The AXA contractor turned up at 23.00 roughly to establish that I need a platform to tow the car back home. The tow truck sent me a text that will be 4 to 5 hours and as the car was broken down at a bus stop I was told to stay put.I was too cold and mobile battery run out so went home that took 2 hours on bus and Uber. AXA tow truck turned up at 3.30 am and asked me to be there as they wont tow it away without me.I could not go back so they left the car there.AXA sent another contractor around 15.30 but car was gone assuming taken by local authority or Police.I ve been calling AXA for last 2 days but they never got back to me.I ve raised a claim for stolen car now. Thank You AXA .Policy number 303099923 in case you want to do the right thing but I wont hold my breath. Twitter, Google reviews and CEO email on the way

Excellent experience with car insurance for 2 years running now.

Very honest and clear-cut company where renewals and discounts are concerned, for good driving.

Laura Cummings. I would just like to say your actual complaint procedure is an absolute joke . And I have asked for you not to email me regarding your investigation as you haven’t investigated it maybe let someone else do your job for you. Or are you busy sitting at home

I had a problem with one of their survey companies who just could not care less. I was in communication with AXA and I told the representative that I would NOT be available after 13.00 on 13 April 2022 as I had an appointment. One has to get ready. At 13.20 the phone rang and in case my appointment had been changed I answered the phone just as I was walking out the door.

I could not believe it but it was Jordanne Dixon from AXA who I had told that I would NOT be available after 13.00 at all. Why do people could not care less at all and despite being told something blatantly ignore the information.

I am now of the firm opinion that standards of companies and employees within just could not care less as they get paid with no one taking any notice of complainants let alone improving matters themselves.

I am with AXA and I was told that CCG were going to phone me on 14 April 2022 to arrange an appointment to inspect damage to my roof and water ingress.

I never received any phone call at all, so much for any consideration, courtesy and assistance with hastening an already delayed inspection.

A few days later I was to receive a letter dated 14 April 2022 and still no call from any surveyor at all. Reference BCS/1/503866 Claim No. 12540470H refers.

On the 18 April 2022 I was to receive a call from someone stating they were the surveyor concerned. An appointment was arranged and I requested, asked, told the individual to confirm the appointment by email. I also told him about my condition and appropriate timings.

I was to get a mumbled response like I will have to find it or look for it, the email address.

When this individual rang I did not have a pen or paper with me at all hence the polite request to send an email to confirm our conversation. Ask yourself how many places can one go to where they may have a phone on them but no pen or paper.

Why should I or ANYONE have to explain why I had no pen or paper on them to take down a message.

It is now the 21 April 2022 and still no email at all. AXA there must be at least one company that does care!!!!

I am NOT going to put my life on hold and if someone needs my assistance then I will help them immediately and not do as others do in an uncaring manner.

Just found out that its not as easy to avoid a renewal with axa as you think. i canceled mine and recived a confirmation email and thought that was that.
i needed to talk to them about a problem i had but didnt realise by ringing them they will start the process of renewing your insurance all over again, they wont tell you they are doing this on the call.
this is an atempt to fraudulently obtaine money from me. just thought a cheekey warning about another large company attempting fraud would go down well

Rip off merchants
Put my son on our car insurance for 8 days then took his name off. Following month these muppets took another high payment. So AGAIN we contacted them and were assured name was removed. They are attempting to take another higher payment saying we " must have missed something on the form". Lying dollops. UPDATE.......THEY TOOK THE PAYMENT, DISGUSTING COMPANY.

I have properties insured through AXA and their customer service is absolutely appalling. Firstly, to speak to someone I have to wait far too long, well over half an hour. I go through all of the different selections ie 1, 2 3 etc then get cut off. When I finally get through, halfway through my call I get cut off again. When I call back and go through the same laborious process, no one seems able to help me. Their general answer is " I need to transfer you to a different team" and then what happens.... yes, I get cut off again. I have also emailed multiple times and had no response. I will NEVER insure with them again and if I do insure through M&S or similar, if they are the Underwriters, I will NOT go ahead with the policy. To summarise, their waiting time to be answered is up to an hour, once answered be expected be get cut off, when you finally speak to someone, no help is offered other than they need to transfer you. And please AXA, DO NOT blame all of this on the COVID Pandemic as you are quick to answer when its new business. ABSOLUTELY APPALLING CUSTOMER SERVICE, MORE STAFF ARE REQUIRED AND STAFF THAT ACTUALLY CARE.

I have had to make changes to my policy and was very happy to find that Will had entered all my information onto the system during one phone call. When I had to make the second phone call Marina was very helpful, and friendly, and was able to work with the information left by her colleague. Marina was very professional and knowledgeable and worked hard to put in place a complicated request.

been with them several years, I really thought I had a company I could trust and match customer needs in this digital world we live in, I had two cars with them I decided to move one to save money, then it all started I had a no fault Accident in 2020 and they dealt with it excellently through out the claim, then when I moved a car, they fed through to my new company that the accident was my fault, I Called them to explain, they confirmed it was not my fault but because the other insurance company had not paid them it shows up has unrecovered, however the other insurance company says they have no problem paying, its 18 months and its still in AXA recovery department, its time to wake up and get it sorted you have a duty of care to your customers, it only takes a short time to effectively communicate with your customer,

just been on the phone to axa in regards to a car insurance claim and spoke to a lily franks who was a absolute star, she was informative, attentive, polite and represented the company so well they are very fortunate to have lily on point to answer calls,regards peter naylor

I had an insurance policy with this company and they dealt with a glass claim. They have however entered on the National Insurance Database that it was an accident which is causing me increadable trouble as I come to re-insure my vehicles. I have spoke to then several times and they have done nothing just referring to their own database. I have now had to lodge a formal complaint with the FCA to try and get AXA to amend the National Insurancre Database and correct their errors.
Avoid this insurer as they will cause you nothing but trouble.

Very slow to respond and customer was virtually non existent. Nine months to resolve a claim for water damage at our property. After the first year they tried to almost double our premium (before any claim had been settled). The whole thing was been adversarial in nature - we are supposed to be a customer.

Very disapointed!

Will never come back to this company again!

Insurance because you need documents, but don't try claiming

Repeatly tried to cancel my insurance due to covid ..eventually got through & was only given 65% refund due to policy wording ..few company’s taking advantage of covid 19 this is 1 & I’ll avoid at all cost using these again very underhand

This was a 1* review, complaint was service level related and the dragging of the feet and lack of coms, took a couple weeks to get to my complaint but I am happy with the resolution offered to me, the Service level is still really bad and they do need more staff so 3* from me for now. Overall I like Axa it’s just the customer service hold times that let it down.